Sears
Reviews and Complaints

I purchased a Schwinn exercise bike three years ago. Also purchased the extended warranty. When the
warranty came up for renewal this year, I renewed it. Had a need for a service call in March, 2011. They ordered replacement parts which as of May 3, 2011 were still on backorder. Was told they would replace bike if repair could not be made. Discovered today when I took my authorization number for the replacement to Sears, they only will replace $300 toward an exercise bike. I paid almost $500 for the bike plus purchasing the warranty for a total of almost $700 at time of purchase. There was no manager there to speak with, and I waited for more than an hour while I thought a manager was out to lunch. Sat in the department while employees were all around, none of whom seemed the least bit interested in assisting me in solving my problem. I will never ever do business with Sears again, nor will I ever purchase a warranty contract which is totally worthless in my opinion. Interestingly, while I was waiting, I was approached by a salesperson wanting to sell something for my home. SERIOUSLY?

We bought a flat screen tv in late November 2010 and took out the extended warranty. Our tv broke on April 16, 2011, and here it is 2 weeks later and our tv is still not repaired or replaced. Twice we have been lied to and told the part we needed was shipped to us and twice we have had repair appointments set up which were cancelled and now we are told the part is on back order with no anticipated ship date. We cannot get a replacement tv until the tv has been broke a month with the part not being available. After a month we can call back and ask for an authorization number to get a replacement tv. Really, does anyone want to go without a tv for a month when they paid good money for the tv, plus good money for a warranty? I will never again buy any product from Sears or their affiliate Kmart...I thought companies had the motto that the customer is always right and every attempt should be make to keep a customer satisfied, but I guess I was wrong about that with Sears. Next time I want a product, I am going to Best Buy or American as I have never had a problem with them!

I would like to say that Sears employees need to be trained better on the products and information they give to customers. I had bought a samsung television and the employee specifically stated that I should get a master protection plan because of the many benefits that it has. Not knowing anything about such a plan, he specifically stated that I should attain one because of burned images or imagery retention he called it that plasmas sometimes get, so I did. It was not a cheap plan and I suppose if I would of read it myself maybe I would of refused such expensive plan, however, I thought employees were trained to know what they were talking about and not provide false advertisement. I could continue with the phone calls I made to sears about fixing my problem but felt like being a loyal customer did not benefit me at all because I continued to get the run around from a varitey of personal that kept transfering me to some else.

Our appointment was for 1pm and we signed in and no one even acknowledged us. We were there from 12:45 until 3:45 p.m. The gentleman that took our pictures was absolutely great, it was just the fact that there was only 2 people running the entire show. If we would've gotten the woman then we would've either left or not got any pictures at all. On the day of pick-up, stood in line for 30 minutes without anyone acknowledging us. After 5-10 minutes there was about 5 other customer's behind me waiting also. No one could even say we'll be with you in a few minutes we're with a customer right now. The gentleman finished with his customer and set them up with the viewing of their pictures and came right over to us and was very nice and quick. The lady sat with her customer the entire time while she was looking at her photos. All she had to do is show the customer how to use the keyboard to look at the pictures and tell her that she would be right back, that she was going to assist other customers that have been waiting FOREVER! The other people that were getting their pictures done when we were there, said that the woman was the manager filling in and she didn't know what she was doing. They ended up not getting any of their pictures because they were so bad. Basically comes down to, the store needs more customer service reps(one to greet customer and 2 or 3 people to take pictures since there is 3 rooms). Get rid of the woman and maybe things would be a little better. Will never come back there again or any other Sears Portraits along with many others that I was talking to that feel the same way. Good luck!

To Whom it May Concern:
My refrigerator of 10 years suddenly quit, rather than getting a repairman I chose to research and purchase a new refrigerator from Sears. The service I received was the most awful experience I have ever had with any company.
I have always been pleased with Sears, all purchases from TV’s, Small or Large Appliances, shoes, clothing, pictures even glasses came from Sears. I expected this time to be no different.
On April 17th I went to the Sears store number 4044 with measurements, searched and found a side by side refrigerator similar to my existing one. I located the Salesman, Dan and prior to paying I asked 3 questions, 1~I wanted a new not refurbished or damaged product, 2~I needed it delivered as quickly as possible due to not having a refrigerator and an upcoming wedding and Easter Holiday and 3~I wanted them to take the old refrigerator. Dan assured me that the product was new and it could be delivered on Wednesday, April 20th, I was to receive an automated call, if I didn’t receive delivery confirmation I could call 1.800.341.2517. Apparently, the storm in Delaware the previous night knocked out the stores computer system and I found myself calming Dan down as the checkout process was lengthy. I smiled and laughed explaining, all that mattered was I got my refrigerator. Again, I have never been dissatisfied with Sears and truly did not expect what happened next.
Tuesday, April 19th I called 1.800.341.2517 and spoke to Barbara. I explained my situation and the urgency of receiving my refrigerator, she was respectful and told me I would receive an automated call and if I did not I should call back after 6 p.m. At 6:48 p.m., I received an automated call stating my delivery would arrive between 3:45-5:45 p.m. on Wednesday. Anna provided a courtesy call to explain the installation process and confirm the delivery. I was relieved.
Wednesday, April 20th I took off work, ran some errands and went to the grocery store as I had lost all of my refrigerated and frozen food. I arrived home at 3:00 p.m. put my food in a cooler of ice, unhooked the waterline, moved out the refrigerator cleaned behind it, anticipating my new product. At 3:25 p.m. my nightmare began. I received a voicemail from Debra stating the refrigerator would not be delivered, it was not picked up from the store and directed me to call the store for any additional information. At 3:26 p.m. I began calling Sears store #04044 and have concluded that this store has the rudest untrained representatives I have ever encountered. The 1st call started with the representative laughing at the fact “they lost my refrigerator” and someone would get back to me, unfortunately she could not provide me a time. When asked to speak to a manager she informed me there were no managers in the store, they would be back at 4:30 p.m. but had a meeting at that time. I asked what she would do in the event of an emergency, she provided me with 1.800.469.4663. At 3:37 p.m. I called 1.800.4MY-Home, the representative pulled up my information and informed me that she would contact the store and have someone call me back; she explained that the refrigerator must be in the store, they do not grow legs and walk out. At 6:30 p.m. I had not gotten any response and realized that more coolers of food was to be lost, I again contacted the store in hopes that if a refrigerator could get delivered on Thursday, I could salvage some items. I remained on hold from 6:30 p.m. I was told everything from the managers were with customers (was I not a customer?) to the managers had left for the evening. At 8:06 p.m. I called from my cell phone and proceeded to go to the store, still being placed on hold. Judy a store associate did pick up the line and ask if she could help, I was please that when I walked in the store still on hold, Judy was indeed walking the floor in search of the “Lost Refrigerator”. Ram, the associate at the front desk asked if he could help, when I asked to speak to a manager (which remember they had all left for the evening), he immediately paged one over the intercom, I would come to meet Katie, Assistant Store Manager. I extended my hand, introduced myself as Holly Dorio and one of the few things Katie ever said to me in this whole experience, “Did someone call you”. My response no, I informed her I was still on hold and had been for hours now, she left to go check with Judy and did not return until after the refrigerator was located to tell me they could get the refrigerator delivered on Friday. She then told me that she spoke to the store manager, Justin and after the refrigerator was installed and I was pleased we would discuss compensation. I left the store that evening extremely upset, I knew at this point I would lose additional money for the groceries purchased and the frustration of the lack of respect from your management team is totally unacceptable. Sears has been a place as a child we went shopping; I worked for the company and am aware that this is not what is expected. I was sure that Justin, the store manager would contact me on Thursday to apologize, that never happened!
On Thursday, April 21st I received a call from the delivery service informing me that delivery would take place between 8:30 – 10:30 on Friday, April 22nd. At 9:31 a.m. on Friday, the refrigerator arrived. By 9:49 a.m. that morning I was already on the phone with Sears store number 04044 because the refrigerator was damaged. At this point I spoke to Mike Brooks, Store Manager who after I explained my situation and expressed the concern that yet again I was unhappy with Sears, he communicated to keep the refrigerator to get through the wedding and the Easter Holiday come in afterwards and Sears would reimburse me for the food and we can discuss compensation for the product.
Wednesday, April 27th I visited the store. I was greeted by sales associate Ram, whom I will say continued to treat me respectfully and help as he could. He directed me to Judy, whom previously located the “Lost Refrigerator”, Judy informed me that Justin, the store manager was not answering the page and Katie was out of the store for 2-3 hours. She would discuss this with Katie and call me back that evening. I didn’t receive a call until Friday, April 29th from Judy offering me $75 Gift Card for the inconvenience. After explaining I thought that was unacceptable, she said, “Katie is right here let me place you on hold to discuss this”, yet again Katie would not get on the line to discuss this with me. The end of the story is the store is gracious enough to refund me the delivery fee of $69.99 which I believe I was entitled to and a $75 gift card. As for the damaged refrigerator I am told there is a one year warranty if anything goes wrong with it. I have filed a complaint with Miranda 800.762.3048 and she again has communicated that Justin, the Store Manager would contact me. Let me repeat again, I have yet to hear an apology from a Store Manager. This will be the last purchase I make from Sears.
According to the Chairman Letter, Appliance sales are 50% greater than your competitors. This may be true, however I intend to share my experience with every social networking site, friends, family and any other individual I come in contact with. Customer Service is not just ending a conversation with “Thank you for choosing Sears”.

Their customer service was appalling, both for the quality of their eye exams and their complete lack of customer service. I learned the hard way that "you get what you pay for" when you opt for a discount eye exam. To start with the optometrist incorrectly diagnosed my vision leading me to end up having to pay for another exam with a different (absolutely wonderful!) optometrist at an independent eye doctor. Yes, I could have chosen to go back to Sears and have it done for free but after the completely horrible customer service I had to deal with there was absolutely no way that I was going back there and preferred to pay for it out of pocket.

The optometrist and his staff didn't give me the customary wear the contacts for a week and call back to order them that all other companies have always given me and made me order them on the spot. Since I was wearing my last pair I didn't have another choice but to order them and also ordered a new pair of glasses at the same time. They told me a week to ten days for the contacts and my glasses to get in and they would call me when they were. After two weeks I never received a call and decided to go into the store while I was at the mall just to check. The office staff went in the back to "check" and found my contacts, but not my glasses. After another week of no call to let me know that my glasses were in, I called them and SURPRISE my glasses had been there for two weeks! They claim they called me and told me, but they never did and I asked why they didn't give me the glasses when I picked up my contacts the week before and they told me that I must not have asked about them. Why in the heck would I have made a trip to the mall to pick up part of my order and just leave the other part there? I mean seriously are the normal people they deal with that dumb? My mother was with me at the time and remembers them saying that my glasses were not there and it would be another week before they were in. So I made yet another trip to the mall to pick up the glasses and after a long painful fitting process where the sales associate seemed to have no clue how to fit a pair of glasses I gave up and just left with my crooked glasses (the other wonderful optometrist happily fitted them correctly for me in seconds so I don't know what was so difficult).

After weeks of constant headaches and blurred vision I began to suspect it was my contacts causing them and decided to make an appointment with someone different and pay out of pocket to have my vision rechecked and again surprise the prescription I was given was very wrong. I called Sears and was told that all I had to do was bring in my unopened boxes and they would credit me back for them. I brought them in and was told that they would not return anything without the original register receipt (and why was that NEVER mentioned when I called them). So I went home, searched for the receipts and once again returned to this horrible store. I finally got the credit for the contacts and my new contacts will be MUCH less expensive, which is about the only positive I can say about this experience.

I have tried contacting their corporate offices and specifically the worst regional manager ever - Sabrina Pride and have yet to receive any type of response. Needless to say I will never be going back there, nor will I recommend them to anyone.

Two weeoks ago I set up an appointment with Sears applaince repair to fix our dishwasher. The earliest Saturday they had was in two weeks. We waitied the two weeks and then had to wait for a four hour window. I verfified the appointment twice during the day and both times were told everything is on schedule. The window was from 1 to 5 and at 5 the technician called my wife and said he would be running late. He told her this after trying to talk her out of the work caliming it was too expensive, could get it cxheaper elsewhere etc. She told no, she would wait and to please come on over no matter what time. At 6:30 we recieved an automated phone call from Sears saying the appointment was canceled and to call at a later date and reschedule. Buyer beware, just because ther name is SEARS does not mean you will get proffessional services. In our case it was just the opposite!

Today was the second time that an appointment to have my refridgerater repaired was made. Last Saturday I took the day off to be home between 8am and noon and the repair person was a no show. Didn't even call to say he was not coming. I had several heated conversations with the people on the phone but no appologies. Finally I talked to a supervisor who rescheduled at a reduced cost for today (Friday) so I took a half day off and AGAIN no show. When I call back to complain about this time the girl litterally said to me "I can connect you to my supervosor but it wont do any good, they wont be able to help you either". And they always want to reschedule like that will help at all. I am so mad I could scream. and of course there is nothing that can be done, NOTHING. It amazes me that they are still in business. Please get your appliances repaired elsewhere.

I have been a Sears customer since 1985 and there is an associate by the name of Bob that is very unprofessional with me. I been taking all my vehicles to be repair and this individual has treated me very cruel to me. He needs to have more techniques about treating the needs of each customer. I will never take my automobiles while he is working there. He tends to look down at the customers then helping and fullfilling the needs of the customer. Something needs to be done about this individual. I understand that according to the sales receipt that there is a 6 months or 6000 miles warranty when working on your vehicle. He did not bother on looking upon that contract

On 02/28/11 my daughter and I went to buy glasses at sears optical. i had went to my previous provider but they offered me the glasses in 3 weeks. sears offered me it in 2 weeks so i decided to get my prescrption glasses there instead. after a month of making my purchase and i calling every two days they delivered the glasses and offerred me a 10% off the total purchase for the inconvienent delay but it didnt happen. I felt over promised and under delievered. On the same date I purchased a pair of glasses for my daughter. Today 04/17/11 we went back to sears optical in Northridge, California and complained about the glasses that my daughter got. One corned chipped just by my daughter wearing them. I was told at the day of the purchase that the glasses would break or chip if my daughter was to drop them however this is not the case. The glasses were defective. Sears optical employee told me i have to pay 50% in order to get the glasses repaired and sears has a costumer satisfaction guarantee for 90 days and its been only a month. I feel very agrivated, abused, and discriminated and I dont understand why sears offers a guarantee if they dont honor it . I do request that someone with authority to contact me at [protected]@yahoo.com immedietly. The receipt number for my daughter is [protected] and mine is [protected] Thank You, Erick Milian.

On April 2 of 2011 i placed an order for 4 xbox 360s kinect bundle(sale price $200 retail $400) 1 for me 1 for my friend and 2 for export. However such items were never delivered despite having me on the phone giving my tax details and lots of private information they asked for before placing the order. Once the order was placed 3 days later the order was cancelled and i got my cash refunded 5 days later Reason: OUT OF STOCK(YEAH RIGHT!), not to mention i lost 15 dollars in overdraft fee in my bank.

4 days later the same xbox is posted by sears on their webpage for $300(Retail 400). I decided to buy 1 to avoid the phone call where my details were going to be asked for again. Payed via Paypal because lack of funds. 3-4 days later I get refund and now i lose 13 dollars because for some unknown reason Sears decided to give me less cash for what i paid for.

I dont know whats their deal but i went to a store nearby and seen 10+ Xbox's on stock. The out of stock reason is just lie, and i can assume they borrow my money for limited time and give it back without me receiving any interest =S.

Just dont shop at Sears online as I am not the only one with such issues, if you run with those then you will find yourself grieving for money back especially when you need it the most.

I just had a delivery tonight (April 14th) from Sears Canada Inc. They contract out their delivery service and I paid for the delivery of a washer and dryer. When the truck arrived, the delivery guy jumped out with his tape measure - walked in my house looked at my basement door and said the dryer won't fit ...I will put it back on the truck and walked out. I walked out behind him and he asked if I wanted the washer delivered as that would fit. I asked how wide is the dryer and he said I was short one inch and basically don't yell at me or I will leave now! I told him just one moment and I will remove one side of the door jam going into the basement and that would give him one inch that he needed. The point is here - he was in such a hurry and so dam rude that I was totally disgusted! No customer should have to put up with this "third" rate service for delivery that was paid for. Had he just said, we need another inch and if you remove a portion of the door jam - it will fit - but oh no...this guy had no interest in keeping a sale or trying to accommodate a customer. He was very rude, ignorant and dressed very badly. A poor representative of a company and completely no interest in keeping the sale.

I will never use Sears delivery again and never shop at that store again for a hard line appliance that needs delivery if this is the kind of people Sears has working with them. You know, a sale is never complete until the product is in the customer's home and working and it is ONLY when THE CUSTOMER says they are satisfied that you have satisfied the customer. Sears should know this by now and if they don't more customers like myself will head for the door never to return. This sale was well over $2, 000.00 and this idiot was willing to just put everything back on the truck and leave to Hell with the customer. Wake up Sears - your contracted people are killing your business if you care to know!

I too am in a dispute with "sears" and their shady dealings. Fortunately we, never signed the "job compleation" paperwork that they tried to have me sign "before" they even started the job. Then throughout the four times that we had to have someone from sears come to fix the windows that were put in wrong, the company still tried to have us sign the job compleation paperwork, while the siding and gutters were not even compleated. That is against the law anyway. Then they tried to change the contract that we agreed with them regarding the deferred intrest payment. This company has alot of nerve to try to switch legal documents and then have the nerve to say that I signed and agreed with the change. That day I was actually in the hospital having a procedure. I think that we should begin a class action law suit against this company for "all" who have been deceived by these crooks! One of the repairmen who came to our home was from out of state and he said that all he does for sears is travel around the states fixing what the contractors didn't do properly in the first place. The work at my home is still not compleated, then he said that he hears all the time especially from the elderly how their contracts were changed on them and how they didn't have any way to fight against this big company. We all work very hard for our money and this company needs to be held accountable for all the deceit and loss of monies that they have caused. We need to"shine the light of truth" about how "sears home improvements" is really running their company. Enough is enough.!

A sales project manager, rich sircus came to my home on march 26th, 2011 to give us a quote on new windows. First, he was 20 minutes late for a 10:00am appointment, reportedly due to traffic. It would not have been an issue except we had informed the appointment line in advance that we had another obligation at noon and need to be done by 11:30. Mr sircus did not complete his presentation until 12:00, and I had to leave at 11:45 without my husband which resulted in me being late. We advised mr. Sircus that we would take a week to decide on the estimate. He called two times during the week while we were out and left messages. We are working professionals with active school age children, so this is not unusual. On saturday april 2, 2011 we receive an unprofessional hostile message; & ldquo;this is rich calling from sears, I guess you are not answering your phone which is extremely rude. Thanks for wasting my time. Thanks for nothing. & rdquo; my husband and I are offended and the tone frightened our youngest child. It still was within the week time frame we had given rich.

Since that time I have called no less than 7 different phone numbers in an attempt to resolve this issue. On april 2nd, 2011 the appointment line referred me to [protected] where I left a message. No one called back so I called again on april 4th, 2011 and was referred to [protected] who referred me to [protected] who told me to call jim powell the district manager at [protected]. I attempted to call mr. Powell on three different days but he was consistently unavailable. I did not leave a message except with the front desk. I have concerns about a negative response from mr. Sircus. On april 14, 2011, I tried again. I called [protected] and [protected] who advised me to call [protected]. A woman there attempted to connect me to jim powell at the pompano office but she was unsuccessful as well. She transferred me to the corporate office where I left a message. I have now spent more time attempting to resolve this issue than the original appointment.

As a result of our negative experience with the sales project manager and the overall lack of responsiveness from sears, we are going with another vendor whose bid was higher but whose presentation and responsiveness was more appropriate. Additionally, while I in the past I have purchased tools, appliances and car services from sears, I will no longer patronize your store, or utilize any other services offered by sears. I will also be canceling my credit line. I have lost faith in your ability provide adequate customer services.

I no longer expect this issue to be resolved.

I brought my 2009 dodge durango into sears for a oil change and tire rotation and wheel balancing, when I returned home I checked my wheels and noticed all of the valve caps were changed the ones that used to be on the durango were steel powder coated the same color as the wheels low and behold they changed themselves to black plastic. When I called the store I was told that no way would anyone working there would do this. I went back to the mall the next day and was approached by the guy that worked on my truck he said I am accusing him of stealing I said no it was someone in this store. This is the first time in 35 or more years of going to this store I had a problem
There customer service sucks and I will no long spend any of my money or time in this store!

Had tried to review shipping and duty costs but instead of allowing me to review it confirmed my order. Within 4 minutes I had emailed requesting they cancel the order but 50 minutes later they sent me an email stating order has been processed and they do not accept cancellations. I was told the only thing I could do was not accept the order, the items would be credited however I would be stuck with the full amount of shipping. Shipping charges were $170. ... that was more than the cost of the stool. I have written several emails, called several #'s but it seems no one is interested in helping.

I have had an account with sears connect for a number of years. Recently I decided I needed a smart phone and called customer support who helped with my selection and was told that there was a special on for 3 months services free and a 50.00 gift certificate with sears if I selected a 3 year plan. My first bill came in as expected with the service free but when my second bill came in it was not discounted and I have yet to receive my gift card. I would say that my contract has not been met and unless I receive the articles mentioned I would be allowed to cancel without penalty.

Purchased a 54" lawn tractor from Sears Friday April 8 (in the afternoon) It cost me over $2000.00 The mower quit with in 1 hour of use. called Sears and got no help . Took the mower back to Sear Saturday April 9 in the morning . They had to start it when they backed it out of my trailer --it started but idled rough. The store manager took the mower but charged me a 15% restocking fee
saying it was a "used" mower. The mower did not work as it should have ..I'm not willing to spend 2 grad for something that does not work

When a Sears Technician hooked up the water dispenser line in 2008, I was not aware that he had not checked his work for a leak! The leak was so small that you could not tell. In addition, it was installed under my sink-the water line and a valve-so that small leak was not noticed. Eventually, I detected an odor coming from beneath my sink on March 29, 2011 and when I removed the items from under the sink, I saw mold and the tiles that were installed under the sink were all loose. When I began to remove them is when I saw how extensive the damage was. At first, I thought I had a plumbing problem so I called my plumber. He could not find a leak until he added some water in the sink and placed a blue pill in the water. When he drained the sink, he showed me where the leak was coming from: The Sears installed hose and valve had a very tiny leak, which is why it took years to notice the damage. Therefore, on March 30, 2011, I called Sears and I reported everything as described above. They scheduled a technician for 4/5/2011 between 8:00 a.m. & 12:00 p.m. He showed up and immediately asked what was wrong with my refrigerator! I said nothing was wrong with my refrigerator and once again explained the problem! From there it all went downhill and I was so unnerved my blood pressure-I nearly 68 yrs. of age with high blood pressure-began to rise so I asked him to leave. I called Sears to complain and eventually after many transfers and always having to repeat my name, address, tel. number and my complaint, I was sent to what they said was the Damage Claim Dept. who seemed to be sympathetic and a lady named Teresa gave me a Claim number 103800 and said that they would call me back in 24-48 hrs. for status. Well that never happened and for two more days I called and eventually wound up in a 'Black Hole' and no one could find the Claim number. I was truly upset; especially after a person by the name of Licio Navas transferred me to dial tone! With that, I called back and cancelled my extended warranty. The proceeds will be use to fix my problems. In addition, yes, I still cannot use my water dispenser and I used a portable heater for over 48 hrs. to dry out the wood-tiles were removed-and walls beneath my sink. Having read about some of the many complaints regarding Sears, I now know I am not alone in realizing how dysfunctional Sears has become-especially their installation, repair and Customer Service A.K.A. Customer Harassment! In the photos, you will see the damage, the bucket of tiles removed, the goop that was removed, the tools that were used and the heater!